Customer Success Manager

ABOUT THE JOB

Position: Customer Success Manager

Reporting to: Head of Customer Success

Role Start Date: January

WHY JOIN KISACO?

💡 Drive client success: Play a pivotal role in helping our customers achieve measurable results through world-class events, partnerships, and campaigns. You’ll be the voice of the customer, ensuring their goals are met and their experience exceeds expectations.

🌍 Work with global brands: Partner directly with senior decision-makers from leading enterprises, scale-ups, and investors, building relationships that shape the industries we serve.

🚀 Accelerate your growth: Gain hands-on experience in client management, campaign delivery, and strategic relationship building.

🤝 Collaborate across teams: Work closely with marketing, event operations, and commercial teams to bring client campaigns to life. You’ll join a supportive, cross-functional environment where everyone works together to deliver excellence.

🌱 Be part of something bigger: Join a fast-growing company with clear progression pathways, exciting global events, and a culture built on trust, accountability, and continuous improvement.

Customer Success Manager – Event Operations Focus

We are looking for a Customer Success Manager with a strong grounding in event operations to join our growing team at Kisaco Research. This role is ideal for someone who thrives on delivering excellent client experiences through seamless event execution, loves building relationships, and enjoys managing multiple moving parts across live large scale events.

You’ll play a key part in ensuring our sponsors and partners see measurable value from their participation in Kisaco Research events — working closely with internal teams to bring their campaigns to life and deliver a best-in-class experience from start to finish.

Key Responsibilities

Client and Event Delivery

Manage a portfolio of event sponsors and partners, overseeing the successful delivery of their campaigns across our events.

Act as the main point of contact for clients during the event cycle, from onboarding through delivery and post-event reporting.

Coordinate with event operations, marketing, and commercial teams to ensure all deliverables are executed on time and to the highest standard.

Support onsite event delivery, ensuring client assets, signage, and activations are in place and running smoothly.

Provide clients with regular progress updates, clear timelines, and post-event reports that demonstrate ROI.

Proactively identify opportunities to improve the client experience and strengthen renewals through operational excellence.

Internal Collaboration

Translate client objectives into clear, actionable briefs for internal stakeholders (marketing, content, and operations).

Align customer deliverables, ensuring that sponsor visibility and onsite requirements are fully integrated.

Partner with account managers to identify upsell or renewal opportunities through consistent and high-quality delivery.

Maintain accurate client records, project trackers, and campaign documentation.

The Ideal Candidate

Proven B2B events experience in a client facing or customer success capacity, ideally with exposure to event operations or production.

Strong organisational skills with the ability to manage multiple projects and stakeholders simultaneously.

Experience supporting clients through the full event cycle - planning, execution, and post-event follow-up.

Excellent attention to detail and ability to thrive under pressure and tight deadlines.

Confident using digital tools and CRM systems; comfortable learning new systems quickly.

Commercial awareness and understanding of how operational delivery drives customer satisfaction and retention.

Personal Attributes

Positive, proactive, and collaborative team player.

Strong communicator – articulate and confident in both written and verbal communication.

Highly organised, structured and able to prioritise effectively.

Calm under pressure and resourceful in fast paced situations.

Naturally client-focused, with a passion for problem-solving and delivering value.

Qualifications and Skills

Degree-level education (2:1 or above).

Fluent in English, with the right to work in the UK.

Excellent interpersonal and relationship-building skills.

Strong written communication, including the ability to write professional and engaging updates or client communications.

Driven, detail-oriented, and committed to delivering results.

Eager to learn and grow within a dynamic, scaling business.

WHAT YOU’LL GET

💼 Career progression based on performance, not tenure

📚 £100 personal development budget & £200 personal wellness budget

🏡 Hybrid working (3 days in office, 2 from home)

💻 Access to the best Tech – SalesForce, HubSpot, Canva, Hubilo, ChatGPT

🌴 25 days of annual leave (in addition to bank holidays) + an additional day off for your birthday each year. 1 extra day of annual leave per year up to 30 days total.

💚 Regular social and charitable events and annual Summer & Christmas parties.

🌍 A role with purpose – helping shape the future of key global industries